Hampshire IT offers technical support for schools' IT infrastructure as part of the Service Level Agreement (SLA) for schools.
Schools should contact the IT Service Desk in the first instance. Most technical support is delivered remotely (that is, by telephone or remote shadow software for schools using HPSN2) from our offices; school visits will be arranged where a remote resolution is not possible.
Full support is available for all IT infrastructure recommended and installed by us, including the Hosted School Service, workstations, standalone PCs, laptops, printers and peripherals. This also includes support for approved Windows operating systems, backup scripts and McAfee virus protection software as provided under the SLA.
Schools using IT infrastructure installed by third-party suppliers should discuss their support arrangements with their supplier, especially for local area networks.
Any Hampshire IT support for third party IT infrastructure will be on a reasonable endeavours basis only. In some cases it will be necessary to visit the school to make an initial assessment of the school's IT infrastructure before accepting it into support. This will be chargeable to the school at our standard hourly rates.
We are able to provide remote ICT System Checks for schools' IT infrastructure (typically fileservers and standalone PCs); these can be purchased in addition to the Hampshire IT SLA. The checks are delivered via HPSN2 remote shadow connection from the Hampshire IT offices, and they cover machine and backup configuration, application software versions, virus protection and general housekeeping.
A temporary loan machine will be made available (subject to availability) to Hampshire IT SLA schools that suffer loss or damage to their mission critical IT hardware (eg key SIMS machine, etc) through fire, theft, vandalism, etc until a permanent replacement has been arranged.
For urgent issues, call the IT Service Desk on 01962 847007. For anything else, see our contact page.